Bitcasino.io - Pelaajan KYC-vahvistus on viivästynyt.

Hello, they requested KYC at Bitcasino, where I continue to play with love and trust, and I completed the KYC process, and then I have been waiting for 5 business days since 04.06.2026. I cannot reach live support or email in any way. I will upload the screenshots and email history to the system.Also, I did not receive any deposit bonuses etc. from the site, I did not benefit from other bonuses or promotions, I deposit and played with my own balance, I have more than one deposit.

Dear lapseking822,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Bitcasino.io.

Please allow me to ask you a few questions so I can better understand the situation.

• Were you able to explain your connection to a different casino user suggested by the casino representative?
• Is your account accessible to you, or was your account restricted?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

I played slot games

Yes, I have access to my casino account.

I registered by seeing the ads but I did not benefit from any bonuses or extra features on the site. I will provide you with the information via e-mail as proof.

Thanks for your reply and the submitted information.

In the email from the casino on 4th June 2025, the casino support is asking for your explanation regarding the possible connection with another user of the casino.

What explanation have you provided to the casino support?

Please let me know. My email is tomas@casino.guru

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Dear Bitcasino.io, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear CasinoGuru Team,

Bitcasino user lapseking82 created their account on 02/06/2025 at 10:22 GMT and contacted our Player Safety and Assurance Team on 02/06/2025 at 13:36 GMT via email asking about a declined withdrawal. The user was asked to go through our KYC (Know Your Customer) procedure. Upon investigation, it was revealed that the user lapseking82 was taking advantage of a game malfunction to generate profits, which is against our Terms and Conditions rule 13.4 (https://bitcasino.io/help-center/help-terms-and-conditions/bitcasino-terms-and-conditions-of-use-of-services-of-the-company).

The final decision by our Player Safety and Assurance Team was to close the account permanently with no return of balance. The user was informed about this via email, and no further correspondence has been held.

We shall provide additional information showcasing our investigation results and relevant evidence to our decision.

Kind Regards,

Bitcasino Team

Dear Pavel,

We have now sent you further information via email.

Feel free to get back to us should you need further details.

Kind Regards,

Your Bitcasino Team

I don't understand how people can make money by exploiting game bugs. What kind of excuse is this? I played games on AMUSNET provider. Do you still refuse to pay people who earned money by saying that it's a game bug?

I request proof from the provider that money was earned due to the bug

Where to request and show proof and evidence of this from the provider

lapseking822, we have received evidence from the casino that confirms you having multiple accounts. This is considered unfair by us as well, therefore, I cannot help you anymore.